The revolution brought up by the digital transformation has caused businesses and customers to significantly change several working parameters. While there is an increasing number of customers, there is also an increase in the number of issues arriving at a company’s helpdesk. Because of this, customers have to face lengthy queues and call holds to get their concerned slots regarding an issue.
Due to this, there is a significant fraction of customers wanting self-addressable and serviceable helpline portals. And it has been of huge success for businesses that we’re able to provide their customers with a strong Cloud Self-Service option. From any Helpdesk software having options of self-service, customers generally have high expectations regarding the quality and speed of service. And many factors affect the quality of service provided in your helpdesk. Let us see how Averiware can help your business improve customer experience through Cloud Self-Service portals.
Five Advantages of Cloud Self-Service Portal
1.Cloud-Self-Service Portal is Cost-Effective
When Cloud Self-Service portals function as an option for the customers to resolve their issues, it reduces the need for expert support from your side. It is because if the customers can solve their issues by themselves, then the number of tickets will decrease significantly and so does the amount of support needed. Therefore, Cloud Self-Service portals are cost-effective as they reduce the amount of support staff needed for a concerned category of customers that readily use Cloud Self-Service options and resolve their issues.
2.Improves Agent Productivity
When most of the customers prefer using Cloud Self-Service portals and get their issues resolved by themselves, customers with greater issues are left with the expert agents and those agents have more time to solve their issues. In this way, agents get more time with their customers, understand bigger problems and solve the issues in less time. It yields better care for those who need it. Conclusively there is a significant improvement in the productivity of your expert staff.
3.Increases Customer Skills
When solving any issue on a Cloud Self-Service portal of a helpdesk, a customer gets to know about a variety of tools. It increases their knowledge and skills regarding a certain issue. For this, portals also provide the necessary means and tools to a customer for tackling a certain issue. With its use, the clients’ knowledge and skills expand and they are made capable of solving future issues too. It is beneficial for the customers as for future references they would be able to get access to the other necessary tools for similar issues.
4.Leverages Personalized Information
From saving time and helping clients locating relevant information, Cloud Self-Service portals also result in helping clients solve their issues effectively by using their past data and suggesting accurate tools and methods based on that. With the customers having the benefit of personalized accounts in the portal, they also get the experience of a managed record of the services and products they own and helpdesk features related to them.
5.Increases Positive Customer Response
When customers get access to easy resolving of issues, necessary tools, and expert guidance, they are strengthened with it. And this experience yields a strong brand reputation by giving the customers the best of personalized services. Most of the qualities of a Cloud Self-Service portal that causes the customers to give positive responses include a consistent knowledge base, a simplified and user-friendly interface, and multiple contact channels.
Apart from this, there are several other benefits of Cloud Self-Service portals such as it boosts site traffic and enriches the social engagement of the platform. With Averiware CRM & integrated helpdesk, you can give your customers improved experiences.
The Cloud Self-Service option is the modern solution to the increased amounts of customer concerns and issues. It allows your agents to handle the customers having more urgent issues rather than coping with the customers having simple issues that can be resolved by themselves.
In the conditions when the customers have small problems in which your agents don’t need to assist them, the Cloud Self-Service portal gives them the necessary means to solve them. Users login into the Cloud Self-Service portal and get the solution based on the information of their previous tickets. It also features a rather fast and effective fixing of customer issues. If you are looking for the right cloud self-service portal, use the Customer Portal at Averiware and make your customers solve their issues at any time.